You may only exchange our products purchased through our online store within fourteen (14) days from the day of receiving the delivery. You may exchange Pandora Products strictly with other Pandora Products of the same type or of the same value. 

Please contact us by email at and provide us with the following information:

a.     Name and surname

b.    Initial order number or invoice number

c.     The code or name of the product you want to exchange

d.    The code or name of the new product you want to order

e.    Personal ID number

If you want delivery to an address that differs from the one specified in the initial order, please also send the following information:

a.     Name and surname of the recipient

b.    Address: Street and number, postal code, city

c.     Contact phone

Following this, we will send you a confirmation that you can send the product you want to exchange to our address. 

When returning goods, it is mandatory to return them in undamaged and unused condition and in original, undamaged packaging, and the receipt must be attached. If these conditions are not met, we will not be able to exchange the product, and we will return it to your address. 

Once the product you have sent arrives at our address, we will check it and then create a new order for you with a replacement product.

If a replacement product is available, the delivery time for the replacement product is six (6) working days from the arrival of your return at our address.

If the desired replacement product is not available, we will issue a refund within fourteen (14) days. In the case of a refund to a customer who previously paid with one of the payment cards, we are obliged to make the refund exclusively via VISA, EC/MC and Maestro payment methods. This means that at our request, the bank will refund the funds to the account of the cardholder. We can not offer a refund in cash. 

The replacement product can be of lower or the same value as the initially ordered product. If the price of the replacement product is lower than the price of the initially ordered product, the money will be refunded. 

If the replacement product is of higher value as the initially ordered product, at this time we can only offer refund, and you can buy a new product online. If you need any assistance in this process, please contact us at .

Shipping costs for returning the product, as well as sending a replacement product, are at the customer's expense.

Products purchased through cannot be exchanged in our retail stores at the moment, but only according to the above procedure.

If you bought the product in one of our retail stores, you can exchange it within fifteen (15) days from the date of purchase.

When returning goods in the retail store, it is also mandatory to bring them in a correct and unused condition and in the original, undamaged packaging, and the receipt or certificate as proof of purchase must be attached.